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DrJazz's avatar
DrJazz
On our wavelength
3 months ago

Contract renewal

I know there's a few discussion about contracts across the forum so apologies if this has been asked elsewhere...

 I had an issue with my email and called for technical help on 23rd Jan 2025.   During the conversation the agent brought up the fact the contract was ending soon,  and she could get a new one set up (in fact it doesn't end until April 2025 but I didn't realise that during the conversation). So I agreed to at a marginally higher starting cost than my existing one. but with added value (faster brodband). So I accepted on the basis I could review the contract, anbd she told me I have 14 days to cancel.

On reviewing, I decided I did not need the additional benefits, so decided to cancel.  This is where the fun began.  Through the chat service, the first agent told me I was unable to cancel because the contract had begun. Then agreed I was within 14 days so possible to do. However, not possible to put me back to the previous contract.  Then able to put me back but at significantly higher cost (ie without the 'discounts' which were applied at the time of the contract start 18 months ago)

He then transferred to 'retentions' and the agent told me that I can continue with the current contract (ie the new one) or leave VM.  They were the only options.  I asked him to clarify and confirm that again, which he did (I have retained the transcript)

I am pretty upset with this. I have remained loyal to VM for over 25 years. I'm also still shocked that this is the way the business runs regarding the contract.

Is this honestly correct?  

 

4 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    3 months ago

    My understanding is that VM should put you back to the original contract as if nothing had happened. I would raise a formal written complaint. You might also wish to let Ofcom know all about your cancellation experience with VM via its complaints page too. 

  • goslow's avatar
    goslow
    Alessandro Volta
    3 months ago

    I would agree with Cardifman282's comment that this has been the case historically and backed up by the info below from a previous topic last year. (The new forum software only allows hyperlink text to be posted, not a functioning link).

    https://community.virginmedia.com/discussions/ManageAccountCable/cooling-off-period---new-contract/5501909/replies/5502697

    VM's T&Cs are a bit more vague - Section M.8

    https://a.storyblok.com/f/253875/x/8f7112bdc2/terms-and-conditions-tv-fibre-phone-from-09-jan-2025-updated.pdf

    and talk about returning you to an 'equivalent' package. Speak to Citizens Advice to get the legal angle.

    If it was me, I would call their bluff and put in a cancellation if VM will not return you to exactly what you had before but get all your ducks in a row with a new supplier if you decide to do that as VM is so chaotic that they may just process the cancellation.

    You should also be aware that if you renew now you may be (will be?) eligible for an April price rise so see if that features in any future cost predictions provided by VM.

  • DrJazz's avatar
    DrJazz
    On our wavelength
    3 months ago

    Thanks for the answers.  I've placed a complaint with VM first. 

    The price rises are a pain and part of the reason I'm cancelling because if I change now (at a higher monthly cost) it goes up again in April, so the price rise is even more significant over the next 12 months than I'd initially expected.

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      3 months ago

      Hi DrJazz,

      Thank you for reaching out to us in our community and welcome back, it has been a while, hope you have kept well, I am sorry to hear that after deciding not to stay on a new package withing your 14 days right to cancel the package wasn't put back to what it was before the upgrade, this isn't correct, thjis should have been reverted back along with the contract term.

      So I can take a closer look I have sent you an invite into a private chat, please look out for a white envelope to accept.

      Regards

      Paul.